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Service Journey Strategy resources made just for you.
LATEST RESOURCE
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Journey Focus / Management
Case Study – How Addressing Silo/Journey Friction Improved KPIs
Silos – they hurt our customer and employee experiences, efficiency and bottom line. This short 4-minute case study video details the problem and a simple step a company took that improved KPIs. The transformational results were achieved by changing internal thinking and actions....
Watch Time: 4 Minutes
April 5, 2023
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Journey Focus / Management
The Six Rethinks
Six topics to rethink to improve outcomes for customers, employees and the organization.
Watch Time: 5 Minutes
November 14, 2022
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Journey Focus / Management
Webinar: A Holistic Approach to Journey Management
Shift from a silo to a journey focus to better align customer experience (CX) activities, technology, data, people and process to improve the results of your customers’ service journeys.
Watch Time: 10 Minutes
November 10, 2022
Journey Focus / Management
Whitepaper: How to Win the Journey Economy
More than concepts, How to Win the Journey Economy shares a CX Transformation Maturity Model that helps organizations see where they are and the stages to achieve to improve CX maturity and results.
Read Time: 60 Minutes
October 12, 2022
Journey Focus / Management
The Conflict that Must be Solved to Optimize CX
There is a structural conflict between silos and customer journeys that must be addressed. A short read to provides an overview of the conflict and a four-stage model to address the conflict.
Read Time: 3 Minutes
October 10, 2022
Learn more about how to better utilize service journeys within your organization
We are dedicated to helping overcome the conflict to produce great CX and business results. Find out how.
